People don't know they have options where to go for an x-ray. Stroll Health is the yelp for comparing facilities and prices.
UX Design | 3 Months | Web Responsive
REDESIGN A PATIENT PORTAL
The patient portal had an outdated look that was difficult to navigate. Our team revamped the patient portal to improve the search for procedures as well as increase sign ups and bookings. Our redesign was recognized at the Health 2.0 Conference showcasing leading health technology companies.
I co-led a UX team of 3 designers. Our team led 3 rounds of user research interviews, low fidelity wireframes and prototypes.
We had to leverage the existing information architecture without adding heavy development.
Increase in sign ups
Increase in bookings
Imaging procedures help doctors diagnose and treat conditions from cancer to emergency-related conditions. Before designing, we emphasized to the team the importance to learn from the people going through these difficult experiences to get a real glimpse of the current needs and paint points people face.
INSURED VS. UNINSURED
CONSOLIDATED TASK FLOW
We created job stories (Alan Klement) to ensure the journey was human and we covered all edge cases.
Each designer in the team developed a portion of the patient journey further in task flows. After playing devil's advocate with each other, we consolidated individual task flows and created a version we believe reflected the best experience.
The edge case that stirred a lot of debate focused on insurance. When is the best time for people to provide insurance information? Insurance provides accurate pricing. But if value (search results) is not provided to people before, why should they give us their information? We decided to experiment with two options during prototyping to get feedback from people.
Before leading the team into wireframing, we worked on establishing grids and understanding how elements translate from mobile to desktop/tablet.
BRAINSTORMING FOR BEST CONCEPTS
Both UX and UI team came together to brainstorm 4 key touch points using the crazy eights method from Google Ventures. The UX team took into consideration the most popular concepts when tackling low fidelity wireframes.
CONVERGING MOBILE TO DESKTOP
The team encountered challenges when switching from mobile to desktop and we had some gaps in the flow. Both my co-lead and I noticed we were moving quickly from brainstorming to iterations.
To address this challenge, we worked together to identify the gaps via a UI flow and shared this view with the team. We created more connectivity by also asking the team to sign off on each other's section before moving forward. Our conversations moved from "I'm done with my part" to "how can we help the user transition from accounts to booking more smoothly?"
PROTOTYPE & VALIDATE
We tested our ideas right away even if we still had work in progress to reconsider edge cases and the flow. We created 2 rounds of usability testing. In the first round, we tested a mobile low fidelity prototype (3 options). We also tested a tablet high fidelity prototype. We aimed to get get feedback on the flow as well as trust and comprehension.
USABILITY TESTING & RAPID ITERATION
The UX and UI team reviewed together usability testing feedback and applied changes. We prioritized addressing the top needs and pain points that related to the value proposition of Stroll Health to ensure people can search for procedures, compare results and book an appointment quickly and smoothly.
FIND A PROCEDURE
BOOK AN APPOINTMENT
We delivered mobile and desktop design comps to Stroll Health's engineering team. This side to side comparison is a sneak peek of how the team executed consistency across the entire experience from onboarding to rescheduling an appointment.
BUILDING TRUST FROM ONBOARDING
EASY BROWSING & BOOKING
LEARNINGS: CO-LEADING CREATIVES
I discovered co-leading creatives is like teaching. We worked to set expectations with the team and also with ourselves very often to stay in sync during brainstorming and feedback sessions. I practiced listening more to give creative ownership to the team. I noticed it's quite a craft to inspire creatives when we hit roadblocks. Since my co-lead and I shared the responsibility, we traded facilitating to keep the energy up and help the team move forward.